*Candidates must complete a background check upon offer* 

As a Business Analyst III, you will be the first line of defense in our support team, analyzing customer issues, validating pain points against system records, and ensuring tickets are triaged to the appropriate teams. You will work extensively with dashboards, utilizing tools like Tableau and AWS QuickSight, and perform SQL querying to help alleviate customer pain points. Your role will also involve ad-hoc Chime calls and leveraging data to identify and resolve recurring issues.

Key Responsibilities:
First Responder for high severity events
Act as the first line of defense in customer support, handling approximately 700 tickets a week.
Analyze customer issues and validate pain points against system records.
Triage tickets to the appropriate teams for resolution.
Develop and maintain dashboards using Tableau and AWS QuickSight.
Perform basic SQL queries to extract and analyze data.
Utilize data to identify and alleviate customer pain points and check for recurring issues.
Participate in ad-hoc Chime calls to address urgent customer concerns.
Collaborate with cross-functional teams to improve customer service processes.

Qualifications:
Strong interpersonal communication skills.
Proficiency in Excel, including pivot tables.
Experience with basic SQL queries.
Expertise in developing and maintaining automated dashboards.
Familiarity with Tableau and AWS QuickSight.
Ability to handle a high volume of tickets and prioritize tasks effectively.
Strong analytical and problem-solving skills.
Ability to work independently and as part of a team.

Preferred Qualifications:
Previous experience in a customer support or app development role.
Knowledge of advanced SQL querying.
Experience with other data visualization tools.


Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments.  For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $23 - $53 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.